Support
Tell us what needs attention.
Use Alfred support for account, billing, credit, technical, privacy, feature, and policy questions. Support requests create tickets and are answered by email. For billing mistakes, duplicate charges, failed checkout, and payment issues, contact support. Support is not emergency support and does not guarantee a billing correction.
Policy summary
Support requests are reviewed and answered by email. The Company aims to reply within 5 business days, but this is a target, not a guarantee. Used credits, expired monthly allowances, and purchased top-up credits have no cash value except where mandatory law requires otherwise or the Company corrects a confirmed billing error, duplicate charge, fraud, or technical failure.
1. How to Contact Support
The User may contact support through the public support form, in-app support where available, or by email at support@webmates.ch. The support form creates a support ticket and may send a confirmation email and internal support notification.
2. Support Tickets and Email Responses
Support requests are reviewed and answered by email. The Company may use internal tools, automation, classification, or triage to organise tickets, but billing corrections, credit changes, and sensitive account actions require an approved process.
3. Response Target
The Company aims to reply within 5 business days. This target is not a guaranteed service level and may be affected by volume, complexity, abuse review, holidays, provider issues, security incidents, or missing information.
4. No Emergency Support
Alfred support is not an emergency service. For urgent safety, medical, legal, police, fire, rescue, crisis, or time-critical matters, contact the appropriate emergency service, authority, or qualified professional directly.
5. What to Include
Support requests should include the account email, relevant request title or approximate date, ticket or transaction reference if available, a concise description of the issue, and the outcome expected. The User must not include payment card numbers, passwords, authentication codes, unnecessary sensitive personal data, or confidential third-party data unless lawful and necessary.
Prefer email? Write to support@webmates.ch.
Support policy
Billing, credits, blocked routes, and account requests.
6. Billing Issues
Billing questions may include subscription state, top-up grants, duplicate charges, failed checkout, app-store purchase issues, credit ledger questions, or suspected billing mistakes. The Company may request evidence, transaction references, screenshots without sensitive payment data, or account verification before review.
7. Credits and Allowances
Monthly Allowances reset each billing cycle and do not roll over. Unused monthly allowance is not converted to cash, carried forward, or paid out. Top-Up Credits are separate prepaid usage credits for additional usage under their own policy. Free, welcome, promotional, referral, goodwill, admin, and trial credits have no cash value.
8. Failed, No-Answer, Busy, Cancelled, and Blocked Calls
Under the current policy, no-answer, busy, failed, cancelled, blocked, or unsupported final call outcomes use 0 credits. Ordinary completed landline/local calls and mobile/standard calls are charged by started minute, up to 10 minutes, according to the estimate shown before approval.
9. Blocked Number Policy
Alfred v1 blocks emergency, premium-rate, shared-cost, TV voting, competition, paid participation, pager, special-service, toll-fraud, unusually expensive, unsupported, unclassified, lookup-failure, and other restricted routes. Users cannot override these blocks in v1.
10. Billing Corrections and Mandatory Rights
Except where required by mandatory applicable law or expressly approved by the Company in connection with a confirmed billing error, duplicate charge, fraud, or technical failure, payments, credits, top-ups, monthly allowances, used credits, expired monthly allowances, free credits, promotional credits, referral credits, goodwill credits, trial credits, and admin credits are non-refundable and have no cash value. Support can review billing mistakes, duplicate charges, failed checkout, and payment issues, but support contact is not a general money-back process.
11. App-Store Purchases
Purchases made through an app-store mechanism may need to be managed through Apple or the relevant app-store provider. Refunds and purchase issues for app-store purchases may be handled by Apple or that provider under the applicable rules and processes, and the Company may require app-store transaction information to investigate entitlement or credit issues.
12. Abuse, Chargebacks, and Fraud Review
Chargebacks, duplicate claims, forged evidence, abusive payment claims, payment fraud, account sharing, credit manipulation, or attempts to bypass route or approval controls may lead to withheld credits, reversed grants, account limits, suspension, or termination.
13. Account Export and Deletion Requests
Export and deletion requests may be submitted through account privacy controls or support. The Company may verify identity and may retain records required for legal, billing, tax, security, dispute, audit, fraud-prevention, or operational purposes.
14. Future Support Automation
The Company may later use AI-assisted support triage, draft replies, ticket classification, or operational dashboards. Such tools must not autonomously approve billing corrections, alter subscriptions, grant credits, access sensitive transcripts without need, or contact third parties without an approved workflow.
15. Limits of Support
Support cannot guarantee recipient cooperation, third-party outcomes, call connection, booking success, quote accuracy, language accuracy, payment-provider decisions, app-store decisions, or legal compliance by third parties. Support may refuse requests that are abusive, unsafe, unlawful, unsupported, or outside the Service scope.
16. Contact
Support questions may be sent to support@webmates.ch.